Harvey

1 day ago

Head of Customer Success, Mid-Market - Americas

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own the mid-market customer success strategy, execution, and outcomes across the Americas, covering the United States, Canada, and Latin America. Lead and scale a team of mid-market CSMs and CS leaders to drive value realization, net revenue retention, adoption, and renewals for strategic law firms and enterprise legal departments. Build scalable CS operations (onboarding, QBRs, health scoring, escalation, and renewal playbooks) and partner cross-functionally to translate customer insights into product and go-to-market decisions.

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute enterprise customer success strategy for the Americas, including segmentation, team structure, success planning, and expansion motions aligned to revenue and retention goals.
•Recruit, coach, and develop a high-performing mid-market customer success team; set expectations, operating cadences, and manage performance rigorously.
•Own net revenue retention, adoption, and renewal targets for the Americas mid-market book of business; partner with Sales on expansion and post-sale handoffs.
•Build and refine scalable customer success processes including onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks.
•Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing and translate feedback into actionable insights for roadmap and go-to-market.

Pay and Benefits

Salary: USD 264,800 - 300,000 annually

Equity and Bonus:Equity

Key Requirements

•10+ years of experience in customer success, account management, or strategic consulting, including 5+ years managing and scaling CS teams in an enterprise SaaS environment.
•Proven track record owning and exceeding NRR, adoption, and expansion targets at scale.
•Experience building and leading teams of 10+ across multiple segments and geographies (US, Canada, LATAM).
•Strong executive presence with the ability to engage confidently with C-suite legal and business stakeholders.
•Familiarity with AI/LLM technology and analytical rigor using dashboards and metrics to drive decisions.

Experience:10+ yearsEnterprise SaaSLegal technologyProfessional services

Skills:Strategic leadershipTeam buildingExecutive communicationAnalytical rigorPrioritization

Tech Stack:AI/LLMDashboards

Company Brief

Harvey

Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor

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Harvey

1 day ago

Head of Customer Success, Mid-Market - Americas

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute enterprise customer success strategy for the Americas, including segmentation, team structure, success planning, and expansion motions aligned to revenue and retention goals.
•Recruit, coach, and develop a high-performing mid-market customer success team; set expectations, operating cadences, and manage performance rigorously.
•Own net revenue retention, adoption, and renewal targets for the Americas mid-market book of business; partner with Sales on expansion and post-sale handoffs.
•Build and refine scalable customer success processes including onboarding frameworks, QBR cadences, health scoring models, escalation workflows, and renewal playbooks.
•Serve as the voice of the Americas enterprise customer to Product, Engineering, Sales, and Marketing and translate feedback into actionable insights for roadmap and go-to-market.

Pay and Benefits

Salary: USD 264,800 - 300,000 annually

Equity and Bonus:Equity

Key Requirements

•10+ years of experience in customer success, account management, or strategic consulting, including 5+ years managing and scaling CS teams in an enterprise SaaS environment.
•Proven track record owning and exceeding NRR, adoption, and expansion targets at scale.
•Experience building and leading teams of 10+ across multiple segments and geographies (US, Canada, LATAM).
•Strong executive presence with the ability to engage confidently with C-suite legal and business stakeholders.
•Familiarity with AI/LLM technology and analytical rigor using dashboards and metrics to drive decisions.

Experience:10+ yearsEnterprise SaaSLegal technologyProfessional services

Skills:Strategic leadershipTeam buildingExecutive communicationAnalytical rigorPrioritization

Tech Stack:AI/LLMDashboards

Company Brief

Harvey

Industry: LegalTech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2022

Glassdoor: 4.1

Website LinkedIn Glassdoor